IT Support Engineer: Mac/Windows Specialist & Training Lead

Schools Worldwide; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Coursera in the United States is seeking an IT Support Engineer to onboard new hires, configure company IT platforms, and provide troubleshooting and training across the team.

You will manage hardware across the asset lifecycle, support SaaS asset management, and create knowledge content to promote self-service support while liaising with Systems and Network Administration to resolve escalations.

Qualifications

• 4+ years of IT or Desktop Support with strong customer service.
• Extensive experience configuring and troubleshooting macOS.
• Experience with Windows 10 and higher is advantageous.

Responsibilities

• Conduct new hire training, including orientation on company IT platforms and tool familiarity, troubleshooting, and configuration assistance.
• Handle technical escalations and provide technical assistance and training to team members, acting as a liaison with the Systems and Network Administration teams.
• Manage hardware across the asset lifecycle and provide support in SaaS asset management such as auditing and access retrieval.
• Create and maintain knowledge content to promote self-service support, and provide feedback to improve processes, productivity, and quality of service.

Skills

IT support

Customer service

Troubleshooting

Tools

macOS

Windows 10+

Job description

Coursera in the United States is seeking an IT Support Engineer to onboard new hires, configure company IT platforms, and provide troubleshooting and training across the team.

You will manage hardware across the asset lifecycle, support SaaS asset management, and create knowledge content to promote self-service support while liaising with Systems and Network Administration to resolve escalations.